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6 Rules for an Effective On Hold Message Script

Comm100

68% of those surveyed in the 2013 Customer Rage Study said that they were very or extremely upset about how companies responded to their complaints –and we all know that asking a customer to hold is a huge part of that. A fantastic script foundation. Use a Fantastic Script. Start using an on hold messaging script today!

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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

A superagent will be a fast consumer of data and information, making them contextually aware of customer situations — and never needing to rely on a prepackaged script. In the 2013 movie Her , the teaming of bots and humans led to an entirely new connotation for the term “work spouse.” Not going away.

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Contact Center Trends 2021: The CX Watershed

Fonolo

According to DMG Consulting , cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments. Call Center Trends 2013.

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Top 7 Call Center Management Books on the Market

Fonolo

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (2012), Renée Evenson. Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (2013), Randy Rubingh .

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Employee Behavior That Delights Your Customers

Customer Guru

Employees need to look up from their scripts, computer screens, or mobile phones and listen attentively. Coaching employees to not run by the script, listening closely to customers’ complaints, and using common sense when dealing with difficult issues could go a long way in building a customer-centric culture.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering. Jeff Greenfield.

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Five ways to align your customer experience with today’s consumer trends and desires

Vonage

Cut the scripts: provide genuine, unscripted service. Scripted service, provided by servile, unempowered employees who are required to ask a manager before doing anything unusual or creative for a customer? That’s so 2013. Anything that can be scripted can be turned over to machines, and customers today realize this.